#ICMIchat Recap: Measuring Self-Service Success

There's no way to deny the benefits of self-service. Your customers want it, and it can save the contact center time and money. The challenge with self-service is designing an experience that meets customer needs in an omnichannel world.

What are the components of successful self-service, and how can contact center leaders measure success and spot opportunities for improvement? Our #ICMIchat community shared advice for measuring self-service success. Check out the recap below for highlights from our conversation this week.

Have advice to share? Leave your tips in the comments below.

Join us next week (Tuesday, 1pm EST) for a chat about self-service for social customers. @SPSTechBeat will host. Just follow and use #ICMIchat to participate in the conversation.

Erica Strother Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!